This study aims to explore the effects of service-quality dimensions on the customer satisfaction of non-banking financial institutions in an emerging economy by adopting the renowned SERVPERF model. To verify the proposed model, data was collected from thirteen non-banking financial...

As global competition increasingly focuses on product quality, firms need to ensure the quality of their inputs. A central question is then which organizational structure best enables them to achieve this objective. Numerous papers have found that firms that produce higher quality are more...